ITSM Analyst

at  Procom

ITSM Analyst On behalf of our client in the Utility Sector, Procom is looking for a ITSM Analyst ITSM Analyst– Job Description

• The Contractor, IT Service Management Specialist will be responsible for managing and enhancing the service management processes within the IT department using the BMC Remedy platform
• This role involves ensuring the efficient and effective operation of IT services, driving continuous improvement, and maintaining high levels of customer satisfaction
• Additionally, the specialist will analyze service requests, identify opportunities for automation, conduct cost-benefit analyses, create requests for automation projects, and analyze their outcomes
• IT Service Management:
• Managing IT Service management Bin and Mailbox
• Fulfil Service Requests owned by ITSM including staffing services, managing Remedy profiles and approval hierarchy
• Managing work orders/ task statuses in Remedy
• Service Request Analysis and Automation:
• Analyze service requests from users to identify common patterns and potential areas for process improvement
• Evaluate opportunities for automation within service delivery and support processes
• Conduct analysis to assess the financial and operational impacts of automation initiatives
• Develop and implement automation strategies and solutions to enhance service efficiency and reduce manual workloads
• Manage the lifecycle of automation projects from conception through to implementation and review
• Analyze and report on the outcomes of automation initiatives to ensure they meet desired objectives and provide value to the organization.
• Process Improvement:
• Identify areas for process improvement within the IT service management framework
• Develop and implement plans to enhance service delivery and operational efficiency
• Collaborate with various IT teams to streamline processes and reduce service disruptions
• Documentation and Reporting:
• Generate and analyze reports on IT service performance, automation impacts, and other relevant metrics
• Ensure compliance with regulatory requirements and internal policies related to IT service management

ITSM Analyst– Mandatory Skills

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• 3-5 years of experience in IT service management, with a focus on BMC Remedy
• Experience in automation technologies and tools, with a strong understanding of their application in IT service management.
• Proficiency in administering and configuring BMC Remedy ITSM suite
• Strong understanding of ITIL processes and best practices
• Proficiency in Tableau/other reporting tools
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills
• Ability to work effectively both independently and as part of a team
• Detail-oriented with a commitment to quality and continuous improvement
• Proven ability to manage projects and deliver results in a fast-paced environment

ITSM Analyst– Assignment Start Date ASAP – 12 months to start ITSM Analyst– Assignment Location Toronto, ON – Work Hybri

Please refer the Job description for details